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Complaints Policy
Our response to your complaint
When we have completed our investigation, we will send you a final response letter.
Our final response will set out one of three alternatives:
- we will uphold your complaint and, where appropriate, offer redress or remedial action; or
- we will offer redress or remedial action without upholding the complaint; or
- we will not uphold the complaint and explain why we are doing so
Our final response will also advise you that if you are dissatisfied with our response than you can refer the matter back to us, in which case your complaint will be reviewed by persons that will not have previously been involved with your complaint or the investigation of your complaint.
We will also advise you that if you are dissatisfied with our response (and do not wish to refer the matter back to us) that you may refer the matter to the Financial Ombudsman Service (see below) and enclose a copy of the Financial Ombudsman Service’s standard explanatory leaflet.
The Financial Services Ombudsman Service
The Financial Ombudsman Service, sometimes referred to as FOS, are an independent service set up to resolve complaints with financial providers.
If you have a complaint, and remain unhappy with the resolution then you might be able to take the complaint to the Financial Ombudsman. However, before the complaint can be taken to the FOS, you must have tried to resolve the complaint with us.
Financial Ombudsman Service can be contact by -
- by telephone – 0800 832 3694,
- by post - FAO: Exchange Tower, Harbour Exchange, London, E14 9SR
- via their website - click here
Where a complaint has been referred to the Financial Ombudsman, there is a 6-month time limit for when the complaint can be heard by the Ombudsman. The 6-month time limit commences from the date you receive the final response to your complaint from us.
Confidentiality and data protection
We take confidentiality and data protection seriously. All information will be kept fully confidential in line with our data protection policies, and only be accessed by the relevant people involved in assessing the complaint.
Ongoing services and support from Commsave will not be compromised by making a complaint.
Further questions
Should you require further clarification of our complaint handling procedure, please contact us using the details provided above.
The CEO is responsible for keeping this policy up to date. This policy was last reviewed on 11/09/2024